London Borough of Newham (25 012 784)
Category : Housing > Homelessness
Decision : Closed after initial enquiries
Decision date : 03 Mar 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the suitability of Miss X’s temporary accommodation. This is because she had a right of review; it would have been reasonable for her to use it.
The complaint
- Miss X complained the Council placed her and her children in unsuitable temporary accommodation.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide it would be reasonable for the person to ask for a council review or appeal; or
- there is no worthwhile outcome achievable by our investigation.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Miss X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X complained to the Council that the temporary accommodation she was placed in was not suitable for her and her children. She said one of her children had injured themselves in the accommodation.
- The Council did not uphold Miss X’s complaint, stating it had engaged with her throughout the process to find her suitable accommodation. The Council also advised it had made her aware of her review rights.
- Miss X wants us to find the Council at fault. The Ombudsman will not usually investigate complaints where the complainant has an unused right of review. In this case Miss X had the opportunity to ask the Council to review its decision,
it would have been reasonable for her to use it. There is no good reason to investigate.
Final decision
- We will not investigate Miss X’s complaint because she had a right of review; it would have been reasonable for her to use it.
Investigator's decision on behalf of the Ombudsman